Sears review: Replacement parts 479

The thermostat on my Kenmore refrigerator needed to be replaced. I called Sears repair. How low they have fallen.

The phone operators are in a foreign country and they must be paid to sign you up for a $250 year long contract that covers all parts and labor for one year. Other wise it is $65 for the repair man to come and parts and labor.

According to the repair man, replacing a thermostat is a 15 minute job. How much could the labor be? How about $128. That works out to $512/hour. It took him longer to find the part in his truck than to install it.

I went on line to get an address for my complaint letter. What a useless web site. I called the customer service number and asked for the name of the CEO and the Vice President in charge of service.. The operator put me onto the repair line. I called back and asked to be connected to the management offices. She connected me to a line to nowhere: it just rings.

Sears repair has been spun off and making money is the game. A repair tech told me that whomever authorizes the repair will continue to insist on repairs rather than replacement. Why? Because the repair division bills for all their time. Beware of Sears and their repairs.

We purchased a smooth top range from Sears on June 26th 2017, and were told it would be delivered the following Thursday, which it was not, it wasn't delivered until after July 4th. Then I called the first of September because the oven stopped working, and was told it would be September 28th before they could service it. The serviceman came, but was unable to fix it, and a part had to be ordered, and they are scheduled to return on October 8th, I am very dissatisfied with this service, and feel that when you purchase a new appliance, and it is still under warranty, the customer deserves top priority. I normally use my oven most everyday, and have been very inconvienced by this entire matter. I feel that Sears should deliver me a new range, instead od trying to fix a defective one. I will never purchase anything from Sears again!

Richard Mann
bluejayone@yahoo.com

Dear Sears,

My wife and I came into your Edison Mall Fort Myers, fl store 2 months ago and ordered some items ( Fridge, Range, microwave & Dyson). Unfortunately they were back ordered except the Dyson so we understood that we were going to have to wait. Our scheduled time of delivery was set for Jan 19th. Some time passed and I received a call from Sears delivery 2 days prior saying everything was on schedule. The morning of however I got word that our range was damaged upon deliver. They assured me however I would recieve the fridge and after I spent 30 mins on the phone with a lady by the name of Charmaine that I would receive the range on Jan 22 Friday. I asked about the microwave but they said they had no record of it. Which seriously concerned me considering I had paid for it 2 months prior. Turnsout that the microwave was so back ordered they were never able to order it. No one felt it was important to share that with me until I spent 2 hours on the phone on hold and going from department to department trying to figure it out. So I got an upgrade on the Microwave and was promised it on Friday if I could come pick it up, 30 min drive :O(. So Thursday comes I get a call from sears saying my delivery of my range cord is set for Friday. As for the Range no idea 2 hours on hold on the automated system no answer. So I spent another 2 hours later that day going from delivery, to appliance center talking with Dale Smith manager and operator. No progress. Dale Said he'd call me back in a couple on minutes never did in fact he clocked out and went home. So I called back after 2 hours of waiting got a hold of Anna who also said she'd look into and call me back. No call back an 1 hour 1/2 later. So I called again she apologized and said she could get it to me Tuesday next week. After talking for 45 mins Anna being put on hold and off hold and on again she gave me and upgrade on the Micowave because she couldn't get me the one I ordered and $25 off 1 year warrantee. Also I forgot to mention my wife and I moved into our house 1 week prior to this event and were living with no appliance. That's what made this all the more frustrating. Anyway after being let down by the appliance department and the delivery department time and time again. Finally I get a hold of someone who seems to care Sam. Sam some how works it out to get the Range delivered Friday and calls me when he says hes going to call me and Anna well she gives me an $85 credit on the range after having spent 2 hours on the phone negotiating with her and the delivery department. Overall after spending 6 hours or so on the phone I'm very dissatisfied with Sears treatment of it's costumers. The whole experience just made me sick and pushed around. No one really seemed to care including the manager Dale Smith. I thought Sears was a good company at least that's what I remember my parents telling me when I was a Kid. Well you've lost my business and my families business.

Dissatisfied costumer,

P.s. Our Dyson vacuum died after 3 times of use :O(

Robert Anderson

Purchased a 42″ PANASONIC PLASMA TV from Sears on Nov. 28, 2017. On Aug 25, 2017 TV won’t power on. After being given the runaround from 4 different phone #’s I finally spoke with a rep from Sears who advised me that the TV is under warranty, but because it is less than 46″ I would have to take it to the Sears repair center. They in turn would shuttle it from Belleville, Illinois to Kansas City where it would be repaired. This was on Monday and the shuttle picks up for repair on Tuesday and Thursday only.

I left the TV and was told it would be returned to the store no later than Sept. 13, 2017. I was out of town at the time, but did pick the TV up on Sept. 23, 2017 when I returned. I asked Tracy, who was the associate on duty if there was somewhere I could plug the TV in to make sure it worked; and was advised that there was not. The TV was boxed up and when I got home and unpacked it, the cord to my TV was not in the box.

I called back to the store and was advised by Tracy that there store in Kansas City was closed and she would check with them 1st thing Saturday morning and get back with me. I did not hear from Tracy the 10:30am and called back to the store. I was then told that a cord would be mailed to me from Kansas City. This TV is not a year old and I am totally disappointed in it and the service that I received.

I feel that the TV should have been replaced and not repaired.

Did you know that Sears charges a 20% restocking charge if you return an unopened item? I bought some vacuum cleaner bags from Sears in Rexdale, Toronto and it turned to be the wrong ones so I went to return them unopened and they charged me a 20% restocking charge. Walmart and Home Depot don't do this. I'll never shop at Sears again. I bought a new vacuum cleaner from Home Depot instead of going back to Sears.

My husband and I purchased a washer and dryer only5 months ago from Sears in McHenry, Illinois. We've noticed a small amount of water pooling in the middle of the front of the washer when we use it. We called Sears to get a repair. They gave us a window of 1:00-5:00 yesterday. At 4:30, my husband, not having heard from them, simply called to get a status on the repair. Obviously, in the far north and northwest suburbs of Chicago, we are not immune to snow storms. Well, we got a few inches yesterday and the roads were bad. We're patient people. We absolutely didn't mind if they would be late because of the weather. We are the kind of people to even volunteer to have them come at a later date, not wanting them to risk their necks on bad roads over a washing machine, and to take the pressure off them if their behind because of the weather, no big deal. Anyway, when my husband called at 4:30, the dispatch or whatever said the tech was still coming. At 6:30 we'd received no phone call for an update, so my husband called again. They said we were next on the list. OK, fine. 8:00 rolls around, no call no tech. So, he calls again. This time he got the runaround from the person he spoke with. Basically a "well, the roads are bad, etc.". He explained again that it was fine if the weather was holding them up or if they needed to come another day. All we want to know is why hasn't anyone called. We've got a 4 year old girl who needs to get to bed you know, at least no later than 9:30, and we want to know a time the tech is planning on getting there. All they kept saying over and over was about the roads and the weather. I don't know how many times I heard my husband explain to them, it's not that he's late and it's fine if he needs to postpone, but why hasn't anyone called us just to let us know, and any time we call, no one seems to know anything? Then he asked to speak with her/his supervisor. So he did, and he got the same nonsense from that guy, "the roads, he's late, we can't help it, etc.". Again, my husband: "I understand, all I'm asking for is someone to care enough to call when they're going to be hours late, instead of us just waiting and not knowing what's going on." Then the supervisor insults my husband, telling him he's being unrealistic or unreasonable, I can't remember which derogatory comment it was because we expected everyone to be on time with the weather we were getting. Again, my husband: "It's not that he's late at all, that's fine, but why isn't anyone calling?" It just kept snowballing and got pretty ugly, with no result. My husband asked for their corporate number and the names of the supervisor and the tech. The supervisor said he was unable to locate a corporate number, there was no one to speak with other than him about it, he was absolutely as far as the complaint could go. OK, that's not even a good lie. I said to my husband, "sure, there's no one else, in the entire Sears corporation to handle complaints except that guy, he must be the top dog there." So, today, I'm concentrating on filing complaints and finding out corporates info to speak with someone about not only the poor service but the rudeness of the "supervisor" we talked to and his habitual lying.

Oasis washer purchased 3/25/2017, model #110.[protected], serial # CU0271228 is a LEMON. The washer spin cycle sounds like it is an airplane on takeoff and continues throughout the spin. We have tried to set it on low spin and medium spin, but it still roars through the cycle. We cannot even hear out TV in the next room which is open to the washer area.
Now, water is coming from the bottom. My husband pulled it out from the wall and water with brown specks in it was all under the washer. We cleaned it up, but it still leaks. We have to put a towel next to it to contain the water, then ring it out each time the washer is used.
We need something done. Like a new washer. This is junk and we do NOT want to keep it due to continuing problems we have read about, after repairs. Since experiencing these problems, I have read on line that many, many people have the same problems with the same washers. When can we resolve our problem, someone needs to call us at the above number and give us direction.
We have all Kenmore appliances: Dishwasher, refrigerator, freezer, air cleaner and washer/dryer. I would hate to have this bad quality washer affect and future purchases of Kenmore products.
Sincerely,
Kathy & Mark Smith

This television cost $2, 500. We purchased it in September of 2017 and had it installed in our den. My complaint is the length of time it is taking to get the television repaired! We have an extended warranty (at an additional cost of $298.19/year). A lamp went out on the set Sunday, January 10, 2017. We called and were told a new lalmp would be ordered and sent to our home. When we received the lamp, we were to call for a service technician. The lamp arrived on January 14, 2017 and we called right away. We were told a service technician was not available until February 2, 2017! This is 23 days from the origin of the problem. This is totally unacceptable customer service. Thank goodness we purchased another set (Panasonic 42" plasma - an additional $1, 994.99) and have it in our living room or I would be loading up the Sony and taking it to the showroom at the Sandusky, Ohio store with a huge sign about Sears Customer Service. I will never purchase another major appliance from Sears. The customer service is terrible.

Linda Holcomb
3425 N. Karwood Dr.
Port Clinton, OH 43452

Date: [protected]
Time of incident: approx 0905am
Location: Archilbald (n/b) at Edison in the city of Ontario, Ca.

While driving my children to school, I noticed a white colored van (plt #8A18253) with Sears logo stickers alone both sides of the vehicle, traveling at a high rate of speed behind me. This van was approaching an area of road where the #2 lane of travel ends and forces a merger into one lane. The driver of this vehicle entered the breakdown lane to pass my vehicle, causing my to partially enter the on-coming lanes of travel to prevent a traffic collision. The driver could be seen laughing in the side view mirror as he nearly hit the front of my car attempting to merge. Driver is described as: Male white, brown/blonde hair, approx 30 to 40 years of age.

In the current economic times, I would imagine that your company is striving to protect the reputation it has earned. Also, I have a hard time understanding why an employee, during these uncertain times, is risking and driving with this type of disregard for public safety, knowing there are hardly any jobs to replace the current he has(or in my opinion, shouldn't have).

I would hope this issue is addressed appropriately due to the aggresive driving and safety concerns that have been discussed in this letter. As a side note, I am a police officer that was off duty at the time of the incident. Had I been working, the sears company would have one less van on the road delivering products.

Brian

I recently bought an Car Cover thru the online service department. And the next day after checking my Bank account for the total
amount of the cost, I see that below the charge of my purchase, they also charged an additional $1.00 for what?
I called them and asked what the charge was for and the man had no answer! I asked them if it was regular practice for them to charge the CC holder more than the cost of the purchase? He had no response! And I was picking up the order in Store! How many people do they scam that Don't check their Credit Card purchases! One dollar per person for each order, WHAT A SCAM AND A FRAUD!
I have contacted my bank to resolve this matter, but EVERYONE watch out! I will never order or BUY another item from SEARS again!

Would not Honor a Black Friday November 26, 2017 Ade. I went in to purchase a Tool Box at 50% off $699.98 as it stated in the Ade.

The Assotiate, Department Manager and Store Manager all told me that the ade was incorrect and I was reading it incorrectly. I dont really care if the ade was wrong you should honor what the ade said.

The Ade stated that you would get 50% off $699.98 if you purchase both peice of the toolbox. If sears would like to now make good on the ad here is my email - raypatnode@yahoo.com.

This is a follow-up on my order problem with Sears. Just 3 days after they cancelled my order on account that they had no information on when the item would be available, the website started taking orders again. And, it stated the item would be in store in 6-9 days. About a week after that, I checked again and my local store had 7 in stock, finally! So, I placed the order and picked it up the next day. I called Customer Care and explained the whole situation again, they (at least did something right) agreed to credit my card the difference since the new price was about 13% higher. (Caveat: I haven't seen the credit yet, if there is a hiccup with that, I'll sure to report here!)

As I said before, the Customer Care people are pretty nice and wanted to do right but are limited by their system's lack of information and what can or cannot be done. I never had a problem with waiting, my problem with Sears has always been about the lack of communication and concrete information. Firstly, they shouldn't have charged my card if they had no idea when the item would be available. Secondly, don't cancelled an order without checking with the cusotmer first. If, according to a Customer Care agent, my order shouldn't have gone through because there was no inventory, and they couldn't reverse the charge but kept the order, and they couldn't shipped the item from one store to another for me to pick up, and they couldn't do this and couldn't do that, then their antiquated and inefficient system needs to be completely overhauled. Yet, just 3 days later the item had an estimated arrival date. That shows how useless the system is. All along, they kept telling me they had no idea, at least no info for the next 2 weeks, when the item would be available. My guess is that somebody didn't update the system with current information. Someone at Sears must've ordered the items when the inventory was low and the manufacturer must've an estimated shipment date. That information, unfortunately, was not entered into the system.

The long and short of it is that I got the item I wanted at the price I liked (see caveat above) but what hassles! Who needs that kind of aggravation shopping?

i have a complaint about sears in Durham north Carolina. i applied on-line three times and had nothing but problems the first two was at sears at southpoint mall they denied me my interview that i was supposed to have twice telling me i wasn't dressed right and then saying the manager was not there when it was scheduled ahead of time. now i read the everywhere on the website and it never says how your supposed to come to the interview (which was my first interview ever with the company) and it never once says what you have to bring. after the first time i went for the interview they made a second one so i could dress up for the interview and then the manager never showed up. the third time i scheduled a interview for the third time at sears at northgate mall also in Durham north Carolina and it still does not say dress up or bring anything. i get there and tell the lady in the human resources office that I'm here for my interview and told her my name and the lady (a older white lady) does not look at me when she says the manager is not there for my interview and i was not dressed nice when i came with khaki pants and a nice pressed brown shirt and black shoes. she then looks at me with a rude expression on her face and says i need a blue pen two valid forms of id a different shirt and khaki pants then goes on to say the manager isn't there anyways because they were in the process of getting a new one. i ask her if i bought a dress shirt would there be anyway for me to have an interview with anyone she gets extremely rude with me rolls her eyes and neck and says "i told you there is no manager already." i then ask if there was any manger that i could have a interview with and she says no very rudely. so i walked out feeling very disgusted by the way i was treated by both sears company's. i feel like i wasted my time with both locations since i never had not one interview at all. it was a huge waste of time gas and money getting to and from. i do not appreciate it or the rude attitudes that i received

I bought two pair of glasses @ sears. One of them was Ray Ban sunglasses an the other were transition glasses. They were just a little over a year old and they started showing signs of a cloudy spot starting up from the bottem. I took them back any told me because they were over a year old they would not replace them. They cost 200 bucks (really they only cost sears 40 bucks or so to make them) They really are not to smart because i won’t go back an buy anything @sears now. So buyers beware. Just buy your glasses somewhere u can trust.

On 11/28/2017 I ordered a samsung smart tv online from sears.com for 999.99 1097.94 after taxes and was to pick up in store same day as it stated the item was in stock for pick up. When i recieved a confirmation email from sears telling me I would be able to pick up the tv in 7 to 14 business days I called to cancel my item. I was told I would receive my refund in 5 to 7 business days. Day 7 no refund so I called and asked what was going on. The clueless representative put me on hold for 5 minutes and then told me that they would have to send an email to another department to issue a refund. I argued awhile with them for answers, but they obviously had no idea what they where doing or how to answer them nor could you hardly understand them! They said I would receive an email in 24 to 48 hours to let me know when I would receive my refund. So 48 hours later no email! I call again! They tell me they just sent the email out and I should receive my refund in 5 business days. 2 days later no refund so I go into my local sears store and speak to a manager they call sears and give them my original order number. They tell the manager that it has been cancelled and the refund should have already been refunded back into my account. Well it wasnt. I however did use paypal for this transaction and so they told me well its paypal who has your refund. So I call paypal and paypal says no that sears has never even issued a refund and has taken my money. So paypal 3 way calls sears to try to resolve this issue over the phone. PayPal asked the sears rep. If she can help issue my refund in a timely manner or paypal will have to open a dispute. The rep. Puts us on hold to speak to a manager and the manager tells the sears rep. To go ahead and open a dispute! Seriously sears! I will never ever purchase another item from sears again!

In April 2017, we purchased a Kenmore 4ET front load washer with a matching dryer, including pedestals for each. In November 2017, the washer had a catastrophic breakdown where the rubber seal around the door ripped and got caught in the drum. We had a 5 year full parts/labor warranty so we called Sears. The first tech came out a week later, stayed on his cell phone the whole time planning to meet somebody somewhere within the next hour. He said the parts needed to be ordered and that they would be sent to our house.
The second tech came 2 weeks later (2 weeks now without a washer with 3 young kids in the house!). The second tech replaced the rubber seal in front of the tub and left. One look at the washer after he left and I knew it wasn't right -- the tub was lower than it used to be. I called Sears again, and a week later, a 3rd tech came out. As soon as he looked at it, he said the tub, pump and everything associated was shot because the initial failure was so violent. He said we needed a new tub and pump which needed to be ordered. Again, parts would be sent to our house.
A week later, the parts arrived and a few days later, the 4th tech came to the house. Replacing the tub was a 2 man job and the other tech needed for the job was going to be tied up for 'a while'. Since this was the 4th visit in as many weeks, we could not wait around for hours and told tech #4 we needed to reschedule the repair. In the meantime, he opened the part boxes to make sure everything was there and wouldn't you know, the tub came damaged so he reordered the tub and pump (and left the damaged parts/boxes in our basement).
A week later, the second round of parts arrived and we scheduled the repair visit. A week later, when the techs were supposed to arrive, the phone rangs and tech #5 said, 'It's a 2 man job and they only scheduled one tech, so we need to reschedule". Now, it's been 7 weeks since this began and a comedy of errors. Tech #3 said it was o.k. to do light loads until the tub replaced. We tried but that resulted in a flooded laundry room which leaked through the floor and dumped a full load of water and bleach on top of our car in the garage below.
It's a very long story from here, with hours spent on the phone with Sears customer service and their national customer service. Utlimately, Sears agreed to replace the washer under warranty. Since the model we have was discontinued and the color no longer available, Sears agreed to replace the washer pedestal so it would match the new washer color. After a call to Sears national customer service, they agreed to replace the dryer as well, including pedestal, so that it would match the new washer, something we did not expect but they offered to help compensate for all the trouble we had. Despite an expensive washer catastophically failing when it was only 1 1/2 years old, this gesture restored our faith in Sears. However, that restored faith was short lived.
After we picked out the color of the new washer to be replaced under warranty, Sears started to reneg on the warranty saying they would give us the depreciated value of our washer to be used towards the purchase of a new washer. WHAT?! Again, long story, but after hours on the phone with Sears National customer service, they 'agreed' (again) to replace the washer. However, the new wrinkle to their new offer was they would not replace the washer pedestal or the dryer. When we pointed out that Sears offered to replace the dryer, the national customer relations person said that she could see that they offered it, but her manager wouldn't approve it, so no dryer. We called again and another customer relation person said 'if we offered it, we have to honor it', then proceeded to put me on hold for 15 minutes. When he came back on, he was singing a different tune and said they would not honor what they offered but would give us a $100 gift card. No thanks. I told them to keep the $100, that I would not so much as ever by even a sock from Sears.
The new washer arrived the other day. Damaged. After all this, the new washer came with scratches and gouges in the top. We refused delivery the guys left it anyway, and again, I was on the phone with Sears. They are now sending a new one. Again.
I called Sears National Customer Service today to say how disgusted I was with this whole episode. I spoke to the highest level person I could from Corporate Sears and was told, "We can go around and around about this all day, but it's not going to change anything." I also told this person we would never buy anything from Sears, KMart, LandsEnd, etc. again. She said threats wouldn't work. I assured her this was not a threat, but rather, a statement of fact. She was beyond rude.
We are a 'Best Customer' according to Sears. We are a family that has Craftsmen and Kenmore names from the Kitchen, to Garage, to Shed. No more. I will NEVER buy another product from Sears or any of its affiliates. Good luck to them -- this kind of serivce will catch up with them. They have lost us as a customer for life.

Without going into the longest story in the world, I will sum up the complaint here. I bought a MA for my washer. Sears not only treated me horribly over the past few months, they did not stand up to their end of the agreement. My washer could not be fixed. I had service techs out MANY times (every other week, basically) - sometimes replacing parts, sometimes fiddling around with the machine. It wasn't fixable. I fought day in and day out with Sears to credit me the $500 voucher they said they would give me. After I was told I would finally get it, they re-negged. Then I fought again and got it. All reps I dealt with were deceitful, had different stories about policy and procedure, and basically called me a lier about my machine being fixed. They even had record that I supposedly threw my machine out and the tech couldn't fix it ... that was a lie. Anyway, order the new machine, finally, it gets delivered and it is broken. I am told that I had to accept the machine and I could not get my old machine back. I was told that I had to call the store for replacement by two different people. A third person told me I should have never accepted the machine. Really, what was I to do? I call, get a story, release the delivery people and NOW you tell me I did the wrong thing? The employees need to get the procedures straight. So after ordering the machine on 2/10, a missed delivery day on 2/24 (because it wasn't on the truck), reschedule to today (2/25), I now have to wait until March 10th. " Sorry, that is all we can do." I have not had a working machine since the end of November. Sears MAs are crap and their service is even worse. After this, I will never ever ever go back to Sears - not even to buy a sock.

In 2017 I purchased over $5, 500 in appliance when I remodeled my kitchen. 3 years later I had to make 6 service calls on my Maytag H2O Refridgerator.
Partly this is a 2 fold complaint. The Maytag H2O motor blew last summer on a fridge that was only 2 years old. The freezer drawer wouldnt close all the way on several different occasions and the ice machine wouldnt produce ice even though I changed the filter. Currently the interior door protector fell off.

The 2nd part of this complaint is that Sears has horrible warranty service. Last summer they told me that I would have to wait 2 weeks to have the motor repaired in AUGUST. I had to actually ask for the Presidents hotline in order to get service quicker. And when I mean by quicker it still took 5 days in August to have my fridge fixed.

I placed my order by phone with Sears Catalog. When the items were in, I picked them up. Three items were not in the bags.
I called customer service and they said all items were scanned at the Sears outlet and showed that they had been picked up. I said I did not recieve three items but the reciept for those three items were in one of the bags but not the items.
Sears said the were scaned and shows them as picked up. I said I feel like you are calling me a lair. Sears said people call in all the time saying they did not recieve an item and want a credit. (in other words Sears was calling me a lair) I said again, I did not get those items.
Sears said, well it will have to go to the investigation department. (now I was feeling like a criminal) Sears said it will take about ten days before you hear anything and there are people ahead of you so it can take a while. (I was thinking, hmm... a lot of people ahead of me. That dose not say much for their system or customer service)
Sears said it is out of her hands. She was very rude and offensive! Ten days later my items came in.

My minor child and her friends where in Sears and was stopped by security and accused of stealing the police was called, the girls had not made it out of the store and was called to the back by the security guard. They when to jail I had to pay 100 to get my daughter out retain a lawyer for $500 and they had the nerves to send me a letter stating that if a minor gets into trouble that the parents have to pay $250 for merchandise that was not even taken. And to top it off Sears did not even come to court so the case was SOL. Never will it shop in Sears again and my daughter was advised of the same.

I recently placed an order with Sear.com (first time) last week (November 5, 2017). Received an email (11/6/2017) saying that my item was shipped to the store I selected and to wait for a "pick-up" email. I have not received that email as of today for me to pick up my item. However, I checked the tracking on the item and it shows it was delivered on 11/9/12 at 10:45am inside the store and signed by the name Smith. So, I decided to call the support center to question why I had not received an email stating to pick up my merchandise and where it was. The representative stated that, "it looks like your order is still in processing and has not been shipped yet". I said that can't be, 1.) Because I have a confirmation email saying it was shipped and 2.) I have the tracking number and based on the tracking it says that my merchandise was already delivered to the store. She then check as again, calls the store, and tells me "Oh, I called the store and they said that it is on the truck, however they have not unloaded the truck but someone will give you a call after 12 noon when it is ready for pick up".

I wait and wait. 9 pm comes around and still no phone call. I call the support center again and am given an entirely different story by a different representative.. They call the store and they can't find my merchandise and I say, "it was signed by someone named Smith, whose name is Smith?" The manager then tells me no one is here by that name and I am the person that signs for merchandise.

Called the 1-800 number and speak with another representative and the most help I got was to tell me the information that I already have, information about my tracking and when it was supposedly shipped to Sears (Westwood mall, Houston TX location). As of this writing (11/13/12, 9:21am) I still do not know where my merchandise is and have not been contacted by anyone regarding this matter. This was my first and last experience ordering and or shopping with Sears. Needless to say this is a Christmas gift for my sister.

Went to buy refrigerator .waited 15 minutes for help and 3 employee standing around talking to each other. After deciding to leave the store a man came aroundask if he could help us and we told him no that we was tired of waiting. Told the saleperson that he should be reported to his boss about them standing around and he told us to go ahead and tell. We talk to the floor manger about the ordeal but don't know if anything was done. As bad as times are and people looking for a job something should be done

I received a offer from Sears 30 May 2017 for a Master Protection Plan on my "new freezer." This is a very well designed piece of mail sent to my Post Office box lists a number of benefits.

For only $2.83 a month, or $$67.99 up front, I will have peace of mind for two years this product will be wonderful.

This is for my "FREEZER3" installed "in-home" on 04/24/2017. This form includes a long “CUSTOMER ID #” and “REFERENCE ID#.”

News to me! I went downstairs and looked--no new freezer in my house! I bought a Sears refrigerator about 25 years ago but have never bought a freezer in my life. Only way I can think of that Sears got my PO Box information is from some occasional web-based orders for small items. I also have bought some combination wrenches that were shipped to my house. These were shipped to my street address using UPS and the billing address I listed as the PO Box. Perhaps three orders in the last year and I do not remember ever ordering more that $100 of merchandise at one time.

So it is a very low priced seemingly great offer. I look for complaints on web pages like this one first and in my example this is apparently a new approach. As there was no product sold or delivered, despite the information supplied, this has to be listed is a scam!

Recently, I purchased a fridge from Sears. Considering I am in the military and just returned home from active duty, I obviously was anticipating an additional 10% discount on my purchase considering I am in the United States Army. This was brought to an abrupt halt by the sales person who told me that Sears did not offer a military discount, only to those who shop on a military installment base (which prices are often 10 to 15 percent more anyways). This is to me was very shocking. So I called Sears corporate this morning, just to make it clear to Sears that I was unhappy about this.

Needless to say, it should not matter where I am shopping at what store I am in the United States Army, and if I deploy to Iraq or Afganistan its not going to matter what store I'm shopping in, I'm still going to get shot at for the freedoms of this country. And to me, being brushed aside by a corporate store like Sears or any other store for that matter I feel is degrading to the soldier.

Thanks for listening...

Our washer was under warranty. It started the back of the washer on fire, due to the delivery people not grounding the washer cord. It has been over 6 weeks dealing with Sears customer service, escalation department any department we can talk too. Still our washer is broken. They ruined my husbands birthday by having him stay home for a repairman that he never showed up. We called even to confirm our appointment. They said someone cancelled it. We did not cancel our appointment, so they said they would have someone come out and to wait for them. We waited & waited all night no one showed up. So they rescheduled another appointment we have taken off work 4 times, we have taken our clothes to the laundry mat and gotten our clothing ruined, we have a 2 yr old that goes through alot of clothes we have bought a nice front loading bosch washer. They can not fix our washer nor do they have parts. Yet they will not replace the washer. Sears is just scaming good people out of money.

My mother made the mistake of purchasing one of their front loading washing machines a few years back...
Which are made buy Frigidaire and several other companies, but have the sears label on them...
But they all have the same identical part in them...

The problem is that although the washer tub and the shaft are made of stainless steel and look impressive to the buyer..
The real fact is that there is a yoke behind the tub onto which it is attached is made of the lowest grade pot metal made you could find..
and it corrodes within 5 to 7 years and the entire tub falls out into their POS plastic container... which usually destroys this and the seal also..

And the final kicker is that you cannot buy the yoke alone, but you have to buy the entire tub assembly, which the last I checked was close to $260.00 + s/h for the part alone and this doesn't even include the wash paddles inside the tub which you have to remove and re-install on the new tub ! And if it did damage the plastic tub, then it is over a $450.00 + s/h part to replace..

I wouldn't be complaining if the yoke assembly was listed as a separate part assembly, but hey, how could they make any money, hell it is probably made in some third world country anyway...
And there is no reason I can see that it has to be sold as an assembly...
any idiot could balance it...

This is totally unacceptable...
What a rip off !

A talk with the Sears compliant department got me no where, but they did say that they would send a repairman out for a charge to fix it...
Which basically means that it would be over $500.00 to fix the POS...

I have been an industrial maintenance tech for over 25 years now and can not see this happening... considering that I told them that on the phone before and they still had the arrogance to tell me this just dumbfounded me !
So now I have a $1000.00 ( what they were when she bought this POS !) piece of junk..

Buyer Beware !
They are all like this manufactured within the past ten years and they still have not fixed the problem as far as I can tell from looking on the web... and have no intention of doing so..

Steer as far away from these as possible...
As for the comment I read before posting this by the Sear's salesman...
You are totally full of it..
We all know that you work on commission, and I am not trying to hurt any of your jobs, we realize that it is not your fault, but don't feel agitated when I walk into your store and tell your potential buyers about the POS products you are selling...

Sincerely,
Steve Walck

Purchased air hockey table from Sears.

Found that it was missing two parts that are necessary to keep the table stable.

Called store. They opened up two other boxes to get parts for me.

As it turns out, these two sets didn't have the parts either.

They have other sets and will continue to sell these sets, knowing that 3 out of 3 have missing parts. Yet I'm still missing the parts. I explained that parts are required to keep the table stable.

Also left manufacturer several messages and still have not heard back.

Still have not heard back from Sears. They were to call me back but have not done so.

Needed repair on lawn tractor that was under protection plan. My husband did not remember we had the plan and was not asked at the local store. We ordered the part, and waited. Got the tracking number for UPS and then found the part had been delivered to the wrong address, UPS wanted Sears to do the trace so called Sears after I got a call trying to get me to renew my protection plan for another item I had gotten as Sears. This is when I was reminded that the service plan on the lawn tractor would be up next year. So after five weeks of no service on the lawn tractor, no refund on the part, and 8 phone calls, I am now so mad I don't which way to go. I just returned from the store where the purchase was made, took them the part, and asked for my money back, and I still have to wait! this isn't the first time I have had this happen, but I guarantee you it will be the last!

On 9/6/08, I purchased two shirts on sale in the Men's Department at Sears. The shirts were only $3.00 each. Since they were so inexpensive, I did not save the receipt. I figured that if they didn't fit, I would give them to someone else or use them as dustrags.

Later in the week, when I went to put one on, I noticed that the clerk had forgotten to remove the security tag. The tag said that it would explode ink all over the shirt if I attempted to remove it. I checked the other shirt, and the clerk had also left the security tag on it.

On 9/12/08, I asked a friend who was headed in that direction to stop by the store and ask them to remove the security tags. I warned him to go inside the store and tell the clerks the situation BEFORE he took the shirts on... so he would not be suspected of stealing them.

He explained the situation to the clerk, and she told him to bring the shirts in to remove the security tags. When he got inside, she asked for the receipt. He REPEATED that he did not have the receipt. He then had to stand there in excess of 30 minutes while this incompetent clerk called an incompetent manager. Finally, they made the decision to correct THEIR OWN ERROR and remove the tags.

My friend was understandably furious. As a matter of fact, I had sent him to the store because they were having a big sale on men's clothes. After his experience with the clerks, he left the store without even shopping the sale.

You may want to be aware of this when you buy clothes at Sears. No wonder the store is going out of business.

I arrived at Sears cewnter for a wheel alignment. It took 30 minutes before I was waited on; after which examining my car and getting the sales prompts from the sales rep.
I was told after waitingh a 1/2 hour that my car would be ready in 1.5 hrs or less. 1.5 hrs pass and the car was not moved. I asked the reluctant sales rep how much longer and was replied MAYBE in 30 minutes. I asked for my keys and left.
Hey! guys is this the way we train people and take care of customers. We pay for service and guess what...WE (sears)pay your salary.
When your arrogant and uncaring as is the help in your store you do not survive todays economic downturn and make it worse for those who would be happy to be employed instead arrogant and ignorant. Hire the right match to respect your customers...HR read it. I'm the US Attorney

I purchased 4 Michelin tires from your auto motive dept. here in Modesto Ca. Vintage Faire Mall. I thought I was getting a deal they were about $150. Less than a local dealer plus it included alignment. My new tires were installed and the alignment was also done. I was handed a print out of the alignment results I put them in my glove box and drove away very satisfied with my purchase. As I drove away I notice that my steering wheel was vibrating at approximately 65mph and my truck was pulling right. When I got home I looked at my print out and noticed that several of my alignment specifications were out of spec. I called sears and spoke with a manager and he said to bring it back and they would look at it. They found that both the balancing and alignment where not done correctly. I waited another 2hrs for them to correct their mistakes. That was the beginning of my nightmare with my local Sears Auto dept. The second time in I was going to get a simple tire rotation and balance. I requested the same tech who corrected the problem when I initially purchased my tires his name is Francisco. I was told by the manager that if I requested a tech I could expect my wait time to double I felt as if he was getting back at me for requesting a tech, instead of insuring that I was a satisfied customer. Francisco did a good job and I left. My third time in I again requested Francisco, and I could tell that the manager knew who I was (“the SOB customer that request quality service”) I waited for my truck, I stepped in and made a couple of purchases in the Sears store. When I picked up my truck Francisco apologized for not working on my truck, he informed me that the manager had pulled him off my truck to work on another car, this is after I waited over 1.5 hrs for a simple rotation and balance. I drove away and the job was done satisfactory this time. This last time I took my truck in Francisco was not in, I requested a tire rotation and balance, the tech’s name was Jaime, and he completed the job. As I drove away I immediately notice the balancing was off my steering wheel was all over the place. I brought my truck back, informed them that the balancing was off Jaime drove my truck into the bay, as he was driving out to drive into the bay he sideswiped a stack of tires with my truck. Luckily not serious damage was done but it showed what they thought of my truck and me. Other nearby techs who saw him hit the stack of tires but did not know it was my truck that just got sideswiped started laughing. When I asked them if they thought it was funny that my truck just got smacked they got straight faced and scattered. I informed the manager what just happened he said he would speak with Jaime. Jaime did the job again and this time did it correctly but he kept insisting it was my rims that were bent. He pointed out how they were wobbling while on the alignment machine. I informed him that the tire he currently had on the machine was from the rear and that rear tires have nothing to do with the steering wheel vibrating. He then realized that he was not dealing with a complete fool and he could not get one over me, he completed the job, and guess what this time it was done correctly no vibration. It is very sad that a store like Sears has be prodded along to do the right thing. I know for a fact that so many people get screwed and never know about it. I am done with this shop. I feel stuck because I have free rotation and balance for the life of my tires, but I am not sure I want to keep going through this aggravation every time I need this service done. I will tell everyone I know to steer clear of Sears Auto. Please look into this before you get the reputation of being a ### Shop, I know you have that reputation with me. I will go and pay for a rotation and balance service at another shop to get quality service. Lessons learned: You get what you pay for.

I am on my second Kenmore Elite Deep Freezer (chest type) in 2 years. Last year, it stopped working, I lost a whole beef ($1200 worth of meat), and it took me 7 weeks of being on the phone every day to ultimately get a check for $225 (they say that is their maximum reimbursement on food loss) and eventually, a new freezer. I bought the largest deep freezer available without going commercial (I think it's 29 cf). The technician came out a week after it quit, took a bunch of parts off of it, left the seal loose and the top open, and the freezer grew mold all over the inside. I had to argue about it and take pictures to prove my case. This time, it quit again, I found all of my meat thawed (again), and am starting the process again. I only had half a beef in there this time, but it's still $700 worth of meat lost (again). I would not recommend purchasing a deep freezer from Sears, or anything else from there. I did purchase the protection plan (which means that I am suppose to be covered), but they make it such a hassle, and don't want to reimburse the total amount of food lost. I guess most people don't raise their own beef and have no need for a large freezer. Therefore, those of us who do spend the big money on the big freezers in the beginning (trying to save in the long run) lose in the end. Sears is a joke, their customer service is horrible, and I won't buy from them again.

I went to the Sears Appliance and Hardware Store in Shelton, Connecticut to buy a gas dryer. It was on sale and I had been quoted $399 plus $60 more for the gas model the day before when I was looking at them. When I told the manager, Vincent, that I had been in the day before and the manager working yesterday quoted me $399 plus $60 he said - NO, it's $70 more. (I should point out that the sign read SALE $399 and in very small print that Vincent pointed out - gas model $70 more. I hadn't looked at the sign the day before and took the manager's word for the additional cost on a gas dryer.) I explained that I had spoken to the manager yesterday and she had quoted $60 more. I told him that he could sell me the dryer for the price I was quoted or I could take my business elsewhere. He started swearing and muttering under his breath about "stupid people" and how he had to deal with them then he turned and walked down the aisle. I said, is that a no? He turned and snarled - I'm going to make a call. I waited for about five minutes when he came back and said - the gas model is not on sale. At that point I walked away - disgusted by the fact that he 1) was terribly rude and 2) a blatant liar. I went to the register where my friend was checking out and he followed me, shouting, "it's not on sale" "you can look in the register" in front of other customers. I tried to get away from him but he kept following me, shouting. I finally told him I would take my business elsewhere, that he knew nothing about customer service, and to leave me alone, but he kept following me around. I tried to leave the store, but went out the wrong door which I tried to open using the handle - at which point he snarled - you'll pay for it one way or the other. Finally I found the exit and escaped from him. When I got home I immediately reported it to Sears customer service. They responded that they were sorry I was charged a different price then I was quoted, but did nothing to address the fact that I was chased around their store by a manager, that he embarrassed and humilitated me in front of people, and that I felt threatend and afraid. They said someone would be calling me, but that didn't happen either. I will never again shop at Sears. I have never been so rudely treated by any individual in a store and the fact that the Sears corporation cares so little for its customers sickens me.

I purchased a king size mattress, box springs and bed frame from Sears on the evening of 7/24/08. I returned the following day to pick up my purchase. When I returned home and started to assemble my new bed, I discovered I had a king size bed, California king box springs, (which are several inches narrower and several inches longer than a standard king) and a QUEEN size bedframe. I immediatlely phoned the store and the sales associate told me the manager would call me and they would order the correct box springs and frame.I have never recieved a call from the manager, even after many requests to speak to him. I have returned to the store 4 times, each time I have been told that they would order the correct box springs and frame. Finally on 9/5/08, six weeks later I received a call that the correct products were in the store for me to pick up. I loaded the box springs and frame from my home, drove to Sears to exchange them and found that they had pulled a completely different Sears brand box springs off the shelf for me. I purchased a Spring Air mattress and foundation set, and they were trying to give me a "Sears'O'Pedic" brand box springs. Sears has been completely dishonest with me and has been untruthful each and everytime they said they would order the correct products. I am ashamed that I considered Sears for my purchases. I am warning everyone, as a consumer, in my opinion you should avoid shopping with Sears! It has been over 6 weeks sense my purchase and Sears has made no effort to resolve this.

HOLY CRAP. What a piece of junk, Kenmore Stove, Model # is 790.[protected]. Thankfully we (adults) were home when the kids (jr high) were making cookies. The dang stove went bezzurk, nothing we did would turn it off. The controls were stuck/frozen and panel was flashing F1. and the element was glowing bright red. The stove just kept getting hotter and hotter. It would have burned the house down had it been left. We had to rush to the electric panel to shut off the breaker. I cannot even imagine that this is a safe appliance. Model # is 790.[protected]

I am calling "Handle on the LAW", may be I can find a damn good attorney if SEARS wants to play hard ball.

Can anyone remember when an appliance would last a lifetime?

My name is Robert Beaudine.
I have been using my Sears credit card since 1969.
I have bought numerous appliances from Sears and have had service contracts on all of them.
That all changed today.
I cancelled all my service contracts and then I cancelled my account.
It is no wonder that Sears is having difficulty.
I will never again do business with Sears.
Yout service department failed to show up to service my dryer.
I'll gladly pay somebody else to fix it knowing that they will at least show up.

Sears customer service sucks big time. They do not care one iota about your concerns or their employment. They don't give a #. Period.

I applied for a sears card, was approved, then went to buy a refrigerator online, as I had an immediate need, as my kitchen refrigerator (Thanks, maytag, 2.5 yrs longevity) shot craps. Sears refused to let me make a very needed purchase. I then cancelled the card.

The #s at sears sent me a letter telling me that "my account" (Which was never used) was closed and was being reported to all three credit reporting agencies.

Please, avoid sears at all costs: now that they are a subsidiary of kmart, they have been going downhill steadily. My cpa told me wind of sears closing business practices as of november 2017. Watch your #, people!

This is a complaint about customer service at Searsin the Oshawa Center, but I believe it is a company wide issue. The wait times to checkout are unacceptably slow. There have been several occurances similar to my rediculous experience today. I believe it is systematic and solvable so please continue reading.

1. The departmentalization of your cashiers is counter-productive because they seem unable to deal with many items from other departments. It should not matter what products are brought to a cashier station, the employee there should be able to quickly process the purchase. For instance, the bedding department should be able to handle a purchase of jewelry and be easily able to deal discounts and clearance or sale prices. However, most of the time, the cashiers seem uninformed about discounts and it often takes overly long to pay for products. Your ofganizational system may work for slow periods, but any time business picks up, there are huge delays at processing checkouts. I find it hard to believe that with technology and barcodes, that your products are not fully computerized and relatively easy to track price changes due to sales, clearances etc...

2. Having 1 or 2 cashiers in 8 different locations scattered around the store causes a second problem in efficiency when there are lots of people needing to be processed. I understand Sears is a "department" store but I believe that the scattering of payment locations around the store makes it more difficult for customers to be dealt with quickly and efficiently. It is impossible for me to determine which cashier has the shortest lineup if I can not see at least a fair percentage of the lineups in one spot. You should eliminate cashier positions in the various departments and have larger numbers near the exits.

3. Processing applications for Sears cards at the checkouts causes huge delays for waiting paying customers. This policy effectively compounds the problems described above. Again, this may work in slow periods but if the store is busy or there are no other service reps available at that checkout location, and there are other customers in line waiting to pay for their items, those customers are caught waiting for an even more unaccaptably long time. I understand that Sears makes lots of profit off of its credit department, however, from an annoyed customers point of view it would be far less frustrating if I was not kept waiting while people fill in application forms. A separate station specifically for this process may also aleviate the wait times for other paying customers.

I realize that I am just another complaint for you to deal with, but honestly, the younger generation (non-seniors) are now used to faster more efficient service. I strongly recommend you invest some thought and money into re-structuring your store. You are running the danger of alienating a whole generation of shoppers with your out of date methodologies.

I hope you manage to survive in todays competitive market. Its not just about meeting the demands of the baby boomers, and catering to what they are comfortable with.

I am not planning any further purchases at your stores until I see signs of renovation, reorganization and revitalization. I hope you don't take this the wrong way. It is time for Sears to step up or fade into obscurity.

As a sign of good faith, I would like to receive confirmation of receipt of this email before Dec 15 2017, and a detailed reply by the end of January 2017 outlining any current plans Sears Canada has to deal with these issues. Alternatively, I would appreciate some sort of explanation why Sears Canada is unable or unwilling to work on these weaknesses (also by end of Jan 2017). The timeline has a certain logic: is nearly 3 months from now, and several weeks after the Christmas rush finishes. This should allow plenty of time for someone in a position of responsibility to open a discussion amongst senior admin and get the ball rolling.

Sincerely,
Kevin Hicks

Back in June of 09 I order parts to fix up an old lawn mower give me from a moving neighbor. In July all the parts were still not shipped so I called, called and called again. Wrote several emails also.
One Customer Service woman said all the parts were shipped weeks ago. Ok, where are they, who did they go to?
At that time she was re-ordering some of the parts. Mid August comes around, the grass is still growing and no parts from Sears showing up. I call my CC and put the charge on hold. Here at the end of August still no parts and Sears credits me for one part. I never heard from them. Never got a message on line or in the mail.
I'm Done With Sears. If I ever spend 5cents at Sears again somebody throw me under the bus because I will deserve to be thrown under it.
Save your time and agervation: shop in some little home town store were you will find some good customer service. You may have to pay a little more but I feel it's well worth it.

I purchased a water heater for 389.99 dollars. I was charged 10.00 for disposal of my old water heater and about 40.00 for a Jefferson County permit. Sears charged me 239.00 for installation. My complaint is I was charged an addition 150.00 for installation when the water heater was installed. The technician was at my house for about 1 hour. The total cost of installation was 389.00... This is totally unacceptable to charge 389.00 to instal the water heater which by the way is the same amount I bought the water heater for. $389.99 for a water heater & $389.00 for labor is a gross over charging by Sears. I truly hope to be contacted by someone at the complaint department to resolve this issue.